The new CX team.... :|

[Lucien]

I didnt want to post this because i didnt want to come across like a massive . But it seems this new CX is worse at communication than the old Aus one. Never thought i would say this but i want kafka back.

[Jeto]

@Jeto

P2 is still handling them - there is a 3-5 business day reply expected reply period for tickets normally. Our studio is not open on weekends, and we just had a public holiday on Monday. I say “normally” as I know there are tickets we have that are awaiting replies, and have been for a longer period of time. I’m doing what I can with Gman to clear these, before the transition… but again, already a skeleton crew just got made even smaller, with more work to do.

And at the moment as mention in the original post, there will be some extended delays as we have lost a chunk of the CX team who work on these tickets.

Not sure who you are referring to… as currently it is LITERALLY just me.

We are still in the process of having things be transitioned as Sirrian mention in the original blog.

@Jeto

Just as some housekeeping with this transition, for now, I will be around collecting bug reports & feedback.
Gman will also be around again on the forum, assisting during the transition while Sokun finds their feet.

For now, at least this next week or so, they will likely not be assisting with bug reports, or at least not solo.

They also do not have access to your Support tickets, in future, that will be handled by the 505 Support team.
This will be different from IP2, where we handled both Support & Community in the IP2 CX team.
After the transition is completed, Sokun will be here as your Community Manager (with me around also) and Support tickets will be handled separately by the 505 Support Team.

Not to say these teams won’t work together and chat, as that is vital in working with a community, addressing issues and sharing information!

This is a whole shake up to our processes that we have had for years, so your patience will be appreciated while we get this transition underway, get through it, and come out the other side!

Just as a personal note, I have never stopped working on Gems of War. I just do not have the capacity to be a visible presence on the forum around my other responsibilities. I do share your feedback, test and report bugs and moderate threads. Also, tickets.

[Namour]

@Jeto

Not sure who you are referring to… as currently it is LITERALLY just me.

Just hazarding a guess, but I would guess it’s aimed at the new person, Sokun (?) whose seems to have posted just once on 25th January.

[Fourdottwoone]

@Jeto

Not sure who you are referring to… as currently it is LITERALLY just me.

That’s exactly what Lucien is referring to. New Guy showed up once a month ago, then disappeared without trace. Further cost saving measures?

[Lucien]

yes i was referring to the new guy.

[Jeto]

Like I had mentioned in my posts

@Jeto

I will be around collecting bug reports & feedback.
Gman will also be around again on the forum, assisting during the transition while Sokun finds their feet.

For now, at least this next week or so, they will likely not be assisting with bug reports

@Jeto

After the transition is completed, Sokun will be here as your Community Manager

Sokun will still need time to catch up on 10 years of GoW Community, as well as we are still organising the new processes on how things are going to change in this period - seeing as it’s been the same team, in one office, in one timezone, for a decade.
Also, they aren’t only working on as Gems of War Community manager, they still have all their existing responsibilities as well.

It is something we do not want to just rush into and throw someone into the deep end with the sharks.

All of that, on top of the current workload I now have since Kafka and Bramble are no longer here, means things that may have normally happened within a month or so (adding someone to the Community team) is taking much longer. It taking just over 4 weeks for them to start being active in the forum, given all of this, is unsurprising.

Additionally, they are currently on leave, which they had organised before these changes were made.
Understandably, you all don’t have all the context of what is happening behind the scenes, but it should not be assumed that a lack of presence at the moment, means a lack of capability.

If you have any issue with activity in the forum since we announced these changes, you can share them here - but they are not with Sokun.

[Lucien]

Thank you for the transparency. I wrongfully assumed that because sokun introduced himself, it was all systems go.

[Jeto]

It has taken a little longer than any of us had originally estimated.
But we are all pretty inundated at the moment, and I imagine that will continue for the next month or more.

I do not doubt that once things progress, their name will start appearing more frequently.

[Lucien]

as i say thank you and again for replying outside of you business hours.